This link has been bookmarked by 45 people . It was first bookmarked on 11 Apr 2008, by Ellen Moore.
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people are venting on Twitter as a last resort after the company failed to
deliver quality support via more traditional channels. -
Other methods for tweet tracking can involve using a service like Tweet Scan, which performs real-time monitoring
of Twitter. Take a look at a Tweet Scan for keyword "Starbucks," for
example, and see what we can learn:
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Tien Nguyento share with portfolio companies: they need to go on getsatisfaction, twitter
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Lindsay DonagheAn article about companies who use twitter as a customer service channel and also a nice list of tools for companies who want to start doing it themselves.
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How to Get Customer Service via Twitter
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How to Get Customer Service via Twitter
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Even though Arrington's Comcast experience gathered a lot of attention, a Comcast rep notes here that this practice is something the company has been doing for going on six months now and that most people find the experience a positive way to interact with the company. ...
Another big name on Twitter today is Dell Computers. The company actually has several customer service people on Twitter who find complaints and address them. Unlike Comcast, though, their Twitter activity hasn't received a large amount of attention, outside of marketers and social media pundits. (Perhaps because there are fewer complaints?) ...
Southwest Airlines is also heavily involved in the Twitter community, using the service to inform their customers know about deals among other things. Jackie Huba reports getting a tweet from them explaining that if she booked a ticket using PayPal, I'd get $50 back in PayPal credit.
Southwest is also known to tweet press happenings and pointers to blog posts, while also staying tuned into conversations about their brand. David Armano had recently flown Southwest Airlines and found the airport check-in a two-button breeze, something which he mentioned on Twitter. He received a "thank you" from the airline a few hours later. How nice! -
Even though Arrington's Comcast experience gathered a lot of attention, a Comcast rep notes here that this practice is something the company has been doing for going on six months now and that most people find the experience a positive way to interact with the company. ...
Another big name on Twitter today is Dell Computers. The company actually has several customer service people on Twitter who find complaints and address them. Unlike Comcast, though, their Twitter activity hasn't received a large amount of attention, outside of marketers and social media pundits. (Perhaps because there are fewer complaints?) ...
Southwest Airlines is also heavily involved in the Twitter community, using the service to inform their customers know about deals among other things. Jackie Huba reports getting a tweet from them explaining that if she booked a ticket using PayPal, I'd get $50 back in PayPal credit.
Southwest is also known to tweet press happenings and pointers to blog posts, while also staying tuned into conversations about their brand. David Armano had recently flown Southwest Airlines and found the airport check-in a two-button breeze, something which he mentioned on Twitter. He received a "thank you" from the airline a few hours later. How nice!
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Sheryl Nussbaum-BeachThere has been a lot of talk lately of companies monitoring social media, be it Twitter, blogs, or social networking sites, for mentions of their company name and ...
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Phil Millerget cutomer service on twitter
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Fernanda IbarraHow are companies using twitter for customer service
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Britt WatwoodStories of companies responding after complaints aired on Twitter. Had this happen personally with Diigo
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Ellen MooreThis is a great post describing how people have been getting customer support using Twitter.
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J Phil GlocknerGood advice for companies wanting to use Twitter
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